View AG2_AGENT_QUEUE

Description

This view represents the disposition-based aggregate table AGT_AGENT_QUEUE_HOUR, which provides a rollup of interaction-handling activities of agent resources who received interactions that were distributed from the following queue types:

ACD queue

Virtual queues

Interaction queues

Workbins

Rollups are derived primarily from the INTERACTION_RESOURCE_FACT and MEDIATION_SEGMENT_ FACT and tables. An inner join to IRF_USER_DATA_GEN_1 provides aggregated data that is dimensioned by revenue and customer satisfaction. Within this view these two sets of fields are stored as integers. Numeric data only should be written to these fields. In the source IRF_USER_DATA_GEN_1 table, they are stored in character format. Refer to “Check for Incorrect Data Type” in the Reporting and Analytics Aggregates User’s Guide to learn how to recover from situations where RAA attempts to aggregate nonnumeric data.

This view includes two sets of measures regarding interactions that were distributed from the preceding queue-type devices to agents-namely, measures for:

Nonconsult-related interactions.

Consult interactions.

Where so indicated, the measures in this view include either warm consult interactions or simple consult interactions. Warm consult interactions, or warm consultations, refer to those consultations that result in a transfer to or conference with the agent. Simple consultations are consult interactions that begin and end in consult.

Counts and durations are attributed to the interval in which the agent was offered the interaction. For consultations, counts and durations are attributed to the interval in which the agent, who received the consultation request, was offered the interaction.

Interactions that occur at DNs that have no associated agent are excluded from this view, as are interactions that are received by unmonitored agents. Aggregation is performed along the TENANT, DATE TIME, MEDIA_TYPE, INTERACTION_DESCRIPTOR, INTERACTION_TYPE, RESOURCE_, USER_DATA_CUST_DIM, and RESOURCE_GROUP_COMBINATION, and dimensions. Each of the latter two dimensions is referenced twice in this table, because both dimensions store agent- and queue-related information.

The same columns and column descriptions apply to other AG2_AGENT_QUEUE_* views.

Column List

Column

Description

DATE_TIME_KEY

The surrogate key that is used to join this aggregate table to the DATE_TIME dimension table to identify the calendar date and 15-minute interval that correspond to the start of the aggregated interval.

AGENT_GROUP_COMBINATION_KEY

The surrogate key that is used to join this aggregate table to a specific combination of agent groups in the RESOURCE_GROUP_COMBINATION dimension table. This field identifies the combination of groups of which the agent was a member when the agent was offered the interaction.

AGENT_RESOURCE_KEY

The surrogate key that is used to join this aggregate table to the RESOURCE_ dimension table to identify a specific agent.

INTERACTION_DESCRIPTOR_KEY

The surrogate key that is used to join this aggregate table to the INTERACTION_DESCRIPTOR dimension table to identify the business attributes that have been assigned to the interaction.

TENANT_KEY

The surrogate key that is used to join this aggregate table to the TENANT view to identify a specific tenant.

QUEUE_GROUP_COMBINATION_KEY

The surrogate key that is used to join this aggregate table to a specific combination of queue groups in the RESOURCE_GROUP_COMBINATION dimension table. This field identifies the groups of which the queue was a member when the agent was offered the interaction.

QUEUE_RESOURCE_KEY

The surrogate key that is used to join this aggregate table to the RESOURCE_ dimension table to identify a specific queue.

MEDIA_TYPE_KEY

The surrogate key that is used to join this aggregate table to the MEDIA_TYPE dimension table.

INTERACTION_TYPE_KEY

The surrogate key that is used to join this aggregate table to the INTERACTION_TYPE dimension table.

USER_DATA_KEY1

The surrogate key that is used to join this aggregate table to a custom user data dimension table to identify attached data that has been assigned to the interaction.

If you engage the social-media feature, RAA maps this field to GEN_ES_KEY in the IRF_USER_DATA_KEYS table.

USER_DATA_KEY2

The surrogate key that is used to join this aggregate table to a custom user data dimension table to identify attached data that has been assigned to the interaction.

POST_CALL_SURVEY_KEY1

The surrogate key that is used to join this aggregate table to the POST_CALL_SURVEY dimension table.

POST_CALL_SURVEY_KEY2

The surrogate key that is used to join this aggregate table to the POST_CALL_SURVEY dimension table.

ACCEPTED_THREAD

The total number of customer-interaction threads that were accepted, initiated, or pulled from this queue for the first time by this agent. This measure includes an agent's first participation in outbound replies to inbound interactions and yields the same values as ACCEPTED_UNIQUE for media other than e-mail.

ACCEPTED_UNIQUE

The total number of logical interactions that were accepted, initiated, or pulled from this queue by this agent. This measure includes an agent's first participation in outbound replies to inbound interactions.

ACCEPTED

The total number of times that customer interactions or warm consultations that were distributed from this queue were accepted, answered, or pulled by this agent.

For voice media, this measure is identical to RESPONSES.

NOTACCEPTED

The total number of times that customer interactions, that were distributed from this queue were redirected to another resource upon no answer by this agent or were otherwise not accepted or answered by the agent. This measure includes interactions that the customer abandoned while they were alerting at the agent.

OFFERED

The total number of times that interactions, distributed or pulled from this queue, were received or initiated by this agent excluding interactions that were abandoned within the short-abandoned threshold. The count includes interactions that were abandoned while inviting, handling attempts that the agent rejected, and warm consultations and conferences that the agent received. This count excludes simple consultations, whether they were initiated or received.

This measure relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.

RESPONDED_UNIQUE

The total number of first-time outbound replies made by this agent in response to customer interactions that were pulled or transferred from this queue. Any number of replies could be prepared in response to a customer interaction. This measure attributes only the first-connected reply to this agent, regardless of whether the reply was sent. This measure excludes outbound replies to consultations, outbound replies that the agent pulled from his/her personal workbin or rejected, and system-generated responses.

RESPONSES

For voice and chat media, this measure represents the total number of times that customer interactions or warm consultations were distributed or pulled from this queue and answered or accepted by this agent. For voice media, this measure is identical to ACCEPTED; it returns positive values when agents initiate calls.

For e-mail, this measure represents the total number of times that the agent created an outbound reply for interactions that were distributed or pulled from this interaction queue or workbin.

ABANDONED_INVITE

The total number of times that customer interactions that were distributed or pulled from this queue, were abandoned or dropped for any reason while the interactions were alerting at this agent.

REJECTED

The total number of times that customer interactions were distributed from this queue, alerted at this agent, and were not accepted or answered.

INVITE

The total number of customer interactions that were distributed from this queue that alerted or rang at this agent before the interactions were accepted, answered, or pulled plus the total number of dials that the agent performed, where the calls were successfully established. This measure is attributed to the interval in which the alerting/dialing first occurred.

The dialing component of this measure applies to voice media only.

INVITE_TIME

The total amount of time, in seconds, that customer interactions alerted at this agent plus the total duration of the dialing that the agent performed for calls that were distributed or pulled from this queue. For the alerting component of this measure, interactions do not have to be established for this measure to be incremented. For the dialing component, dial duration is measured for established calls only. This measure is attributed to the interval in which the alerting/dialing first occurred.

ENGAGE_TIME

For interactions that were distributed or pulled from this queue, the total amount of time, in seconds, that this agent was engaged with customers on interactions that the agent received. This measure excludes other interaction-related durations, such as hold time, ACW (Wrap) time, alert (ring) time, and time that is spent in collaboration or consultation.

ENGAGE

For interactions that were distributed or pulled from this queue, the total number of interactions in which this agent was engaged with customers for interactions that the agent received. This measure excludes other interaction-related counts, such as holds, instances of ACW, and collaborations and consultations that the agent received.

SHORT

The total number of times that customer interactions were distributed or pulled from this queue, accepted by this agent, and then released, transferred, or stopped within the short-engagement threshold.

This measure relies on the value of short-engagement (short-talk) as configured in the [agg-gim-thld-AGENT-IXN] section.

HOLD_TIME

The total amount of time, in seconds, that this agent had customer interactions, distributed from this queue, on hold.

HOLD

The total number of customer interactions that were distributed from this queue that this agent had on hold.

WRAP_TIME

The total amount of time, in seconds, that this agent was in ACW state for customer interactions that the agent received from this queue. This measure is attributed to the interval in which the agent was offered the interaction for which ACW was invoked.

WRAP

The total number of times that this agent was in ACW state for customer interactions that the agent received from this queue. This measure is attributed to the interval in which the agent was offered the interactions for which ACW was invoked.

CONSULT_RECEIVED_ENGAGE_TIME

The total amount time, in seconds, that this agent was engaged in collaborations and simple consultations that were distributed or pulled from this queue where the collaborations/consultations were associated with customer interactions and the agent was the recipient of the collaboration/consultation requests.

CONSULT_RECEIVED_ACCEPTED

The total number of times that this agent received and accepted collaborations or simple consultations that were distributed or pulled from this queue and associated with customer interactions.

CONSULT_RESPONSES

For e-mail, the total number of collaboration replies that were initiated by this agent for customer interactions that were distributed from this queue. For voice, this measure is the same as CONSULT_RECEIVED_ACCEPTED.

CONSULT_RECEIVED_HOLD_TIME

The total amount time, in seconds, that this agent had collaborations or simple consultations on hold where the collaborations/consultations were distributed or pulled from this queue and associated with customer interactions and the agent was the recipient of the collaboration/consultation requests.

CONSULT_RECEIVED_HOLD

The total number of times that this agent was on hold during simple consultations that the agent received where the consultations were associated with customer interactions and were distributed from this queue.

CONSULT_RECEIVED_WRAP_TIME

The total amount of time, in seconds, that this agent spent in ACW state after simple consultations that the agent accepted, where the consultations were distributed from this queue and were associated with customer calls. This duration does not stop if the agents received or made calls while in ACW state. This measure is attributed to the interval in which this agent was offered the consult interaction for which ACW was invoked.

CONSULT_RECEIVED_WRAP

The total number of times that this agent was in ACW state after requests for simple consultation that the agent accepted and that were distributed from this queue where the consultations were associated with customer interactions.

CONSULT_RCV_WARM_ENGAGE_TIME

The total amount of time, in seconds, that this agent was engaged in consultations that were distributed or pulled from this queue where the consultations were associated with customer interactions, the agent was the recipient of the consultation requests, and the interactions were transferred to or conferenced with the agent.

CONSULT_RCV_ACC_WARM

The total number of times that this agent participated in consultations that the agent received, where the consultations were distributed or pulled from this queue, associated with customer interactions, and transferred to or conferenced with the agent.

CONSULT_RCV_WARM_HOLD_TIME

The total amount of time, in seconds, that this agent had consultations on hold where the consultations were distributed or pulled from this queue and associated with customer interactions, the agent was the recipient of the consultation requests, and the interactions were transferred to or conferenced with the agent.

CONSULT_RCV_WARM_HOLD

The total number of consultations distributed from this queue that this agent had on hold where the consultations were associated with customer interactions, the agent was the recipient of the consultation requests, and the interactions were transferred to or conferenced with the agent.

CONSULT_RCV_WARM_WRAP_TIME

The total amount of time, in seconds, that this agent spent in ACW state following consultations that the agent requested and received, where the consultations were distributed from this queue and were associated with customer interactions that were transferred to or conferenced with the agent.

This measure includes:

ACW durations that were associated with conferences where the customer leaves the interaction.

Internal interactions that were transferred to the agent.

In common call-flow scenarios, this measure yields a value of zero.

CONSULT_RCV_WARM_WRAP

The total number of times that this agent was in ACW state following consultations that were distributed from this queue and that the agent requested and received, where the consultations were associated with customer interactions, and the interactions were transferred to or conferenced with the agent.

This measure includes:

ACW that was associated with conferences, where the customer leaves the interactions

Internal contact center interactions, where interactions were transferred to the agent.

In common call-flow scenarios, this measure yields a value of zero.

CONSULT_INITIATED

The total number of times that this agent initiated requests for collaboration or simple consultation, where the collaborations/consultations were established, distributed or pulled from this queue, and associated with customer interactions.

CONSULT_INITIATED_TIME

The total amount of time, in seconds, that this agent was engaged in collaborations or simple consultations that the agent requested, where the collaborations/consultations were associated with customer interactions that were distributed or pulled from this queue.

CONFERENCE_INITIATED

The total number of times that this agent initiated conferences for customer interactions that the agent received, where the interactions were distributed or pulled from this queue and, where the conferences were established. The count includes the number of established conferences that were initiated for transferred interactions that the agent received.

CONFERENCE_RECEIVED_ACCEPTED

The total number of times that this agent joined conferences to participate in interactions that were distributed or pulled from this queue.

TRANSFER_INIT_AGENT

The total number of times that this agent transferred customer interactions that were distributed or pulled from this queue. Both warm and blind transfers are reflected in this measure.

XFER_RECEIVED_ACCEPTED

The total number of times that this agent received customer interactions that were distributed or pulled from this queue that were successfully transferred to the agent. Both warm and blind transfers are reflected in this measure.

SATISFACTION_OFFERED

The total number of customer interactions that were distributed from this queue and handled by this agent for which customer-satisfaction scores were recorded.

SATISFACTION

The sum of numerical scores of customer satisfaction that were attributed to customer interactions that were distributed from this queue and handled by this agent.

REVENUE_OFFERED

The total number of customer interactions that entered or began within the contact center, were distributed from this queue, had associated revenue, and were handled by this agent.

REVENUE

The total revenue that is generated during the interval by customer interactions that were distributed from this queue and handled by this agent.

AGENT_DISCONNECT_FIRST

The total number of times during the reporting interval that this agent released customer interactions, distributed from this queue, before the other party did. The tally is incremented only when the system (such as the switch) provides such information.

ACTIONABILITY_OFFERED

The total number of customer interactions that were offered to this agent and distributed from this queue for which an actionability score was attached. Actionability scores measure the degree to which interactions required agent attention.

ACTIONABILITY

The sum of actionability scores attached to customer interactions that were handled this agent and distributed from this queue.

SENTIMENT_OFFERED

The total number of customer interactions that were offered to this agent and distributed from this queue for which a sentiment score was attached. Sentiment scores reflect the attitude expressed by customers.

SENTIMENT

The sum of sentiment scores attached to customer interactions that were handled by this agent and distributed from this queue.

INFLUENCE_OFFERED

The total number of customer interactions that were offered to this agent and distributed from this queue for which an influence score was attached. Influence scores represent the clout that the customer amassed on social networks.

INFLUENCE

The sum of influence scores attached to customer interactions that were handled by this agent and distributed from this queue.